Senior Customer Experience Specialist (Inbound)

Why Hover wants you

We care deeply about delivering an exceptional customer experience. While our product is built to be intuitive and self-service-friendly, we are equally committed to engaging directly with our users to ensure they thrive.  Our Customer Experience team is a real differentiator in our space, and we hear constantly from our users how grateful they are for the personalized and earnest help we provide.  Our team brings empathy and attention to detail to every customer interaction, and this position requires strong critical thinking, communication, and technical troubleshooting skills.  You will become a subject matter expert in both our Product and our Customers, and your mission is to engage them directly to help them have the best experience possible.

Our Customer Experience teams

Our Customer Experience teams have two core workflows, with some of our Specialists focusing on an Inbound motion while some of our Specialists focus on an Outbound motion.  Both work in a queue of tickets/engagements day to day, with the former focusing on interactions that customers bring to us via Phone, Email, and Chat, and the latter focuses heavily on Phone calls to customers to help them with a targeted effort.

Specialists in both workflows spend the majority of their day directly helping customers, and all Specialists help customers resolve their issues with speed, empathy, and creativity.  Similarly, all Specialists act as prominent liaisons for the ‘voice of the customer’ internally within Hover, helping spread the word about what product improvements or go-to-market changes should be made to improve the customer experience.

All Specialists share the same job title and are at the heart of helping our customers thrive and succeed using Hover’s platform, constantly asking itself what else we can do to improve the customer experience.  While they may approach their day-to-day in different motions across the two teams, this is a unified effort and organization invested in helping our users.

Your role working our Inbound Motion

This is our classic Customer Support team, working a queue of phone calls, emails, and chats to serve our customers and help meet them on their own time.  When customers come to us for whatever reason, we are there to help.

Specialists on this team live in Intercom and our internal admin tools day to day.  They are technical experts of our product and platform, working with our customers in order to help them resolve their most complex issues.  

Our U.S. Specialists spend most of their time working on escalations that are passed to them from our overseas BPO reps, who handle the majority of our ticket volume, especially the simpler tasks.  Common tickets for U.S. Specialists include feature and integration education, product bug troubleshooting, and deliverable customization requests. Specialists typically handle 20-30 tickets per day, juggling multiple customers simultaneously, and work closely with our engineering and product teams to grow in their Hover subject matter expertise. 

This team has been thriving for years and continues to be a cornerstone of Hover’s success.  Customers love our team and we are simply hiring more Specialists to continue to invest and build this team as we scale.  We are proud of our 90% positive CSAT, our sub-3 minute First Response Rate for chats, and our sub-30 minute first response time for emails.

Your background includes

• 3-5 years of experience in a customer-facing support role (e.g. customer success, support, account management).
• Experience and comfort spending most of the day directly engaging with customers on the phone, including calling them proactively to assist with an issue when they may not be expecting your call
• Ability to stay composed while managing multiple priorities and customer interactions simultaneously
• Experience at a dynamic, fast moving company with frequent new product launches and tooling changes, requiring constant learning and re-learning to stay on top of things
• Strong organizational skills and attention to detail with thorough documentation
• Fluency working daily within a modern customer service tool (e.g. Intercom)
• A commitment to prioritizing genuine customer outcomes over all else

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy 
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave 
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge 
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance 
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications

Hybrid roles at Hover

Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. At this time, Hover is not considering fully remote roles.

The US hourly rate range for this full-time position is $39.42 - $45.19. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all applicable US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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